[Hiring] Member Advocate @Maxor National Pharmacy Services

Role Description

VytlOne is currently seeking highly motivated and empathetic Member Advocates to join our dynamic, growing operations team. As the voice of our brand, this role handles complex customer inquiries that require a human touch, leveraging systems and tools to provide efficient and personalized solutions. The ideal candidate thrives in a fast-paced environment, has strong critical thinking skills, and is passionate about turning challenging interactions into positive brand-building opportunities.

The Member Advocate is responsible for establishing and maintaining relationships with members on behalf of the company by taking personal and complete responsibility for each member-related contact and ensuring that all member and client requirements are completely met. As a Member Advocate, you are the primary internal representative of our organization; you must convey to the caller (member, pharmacy, provider, client, or other) a sense of expertise in our services.

This is a remote-based position within the Continental US.

Responsibilities

• Field complex inbound inquiries, emails, and chat messages with professionalism and empathy.
• Efficiently and creatively resolve customer complaints, escalating complex issues to the appropriate channels when necessary.
• Maintain deep job and service knowledge to confidently and accurately educate and serve members according to VytlOne standards.
• Meet or exceed key performance metrics including:
  • QA Scores
  • Member Satisfaction Survey Scores
  • Average Handle Time (AHT)
  • Schedule Adherence
  • Attendance Standards
• Remain flexible and composed while navigating different member personalities, unpredictable call volumes, and changing procedures.
• Maintain meticulous and accurate records of customer interactions within the CRM and AI tools, contributing valuable data for process improvement.
• Proactively identify trends in customer feedback and issues, providing insights to management to streamline processes and enhance the member experience.
• Partner with AI-powered tools (e.g., AI copilots, knowledge bases) to access real-time information, generate call summaries, and personalize member interactions.
• Maintain an open line of communication with all team members, including Member Services Management and Lead Member Advocate.
• Attend and participate in programs and meetings required by VytlOne and/or Member Services Department.
• Promptly report any allegations of impropriety to the Compliance Department.
• Comply with VytlOne’s Ethical Business Conduct policy and Compliance Program.
• Remain free from exclusion under the OIG and SAMS Medicare/Medicaid lists.
• Perform other job-related duties as assigned.

Qualifications

• High school diploma, GED, or equivalent.
• 2+ years Pharmacy or Health Care customer service experience (required).
• Experience with PBM Contact Center, Chat Support, AI, and CRM technologies (preferred).
• Strong interpersonal skills to build rapport, actively listen, and tailor service to member emotions and intent.
• Excellent verbal and written communication skills, with a professional, collaborative, and friendly demeanor.
• A proactive and efficient problem-solver who can think through complex situations and offer creative, effective solutions.
• Must be open to receiving feedback on performance from the quality team, team leads, supervisors, manager, and VP.
• Proficiency with computers and the ability to navigate multiple systems simultaneously, including CRM, AI tools, and Contact Center software.
• The ability to manage stress and stay composed, especially in challenging situations.
• Punctuality and dependable attendance are essential to meet operational needs.
• Ability to learn new skills, tasks, and technology.
• Strong ability to integrate into a team environment, collaborate with diverse work styles, and positively contribute to organizational culture.
• A tech-forward mindset and the ability to leverage AI-powered platforms and digital tools to enhance efficiency.

Requirements

• Scheduling flexibility is a requirement; may be required to work rotating shifts, including Holidays, weekends, and nights.
• Some overtime may be required.
• A reliable, high-speed internet connection (preferably wired), a dedicated, distraction-free workspace, and proficiency with remote communication tools are essential.
• You will be provided with all the tools needed to perform your role, including dual monitors, laptop, and headset.

Benefits

• Diverse and inclusive work culture that supports a flexible work model.
• Competitive compensation.
• Comprehensive health benefits package.
• Comprehensive mental health and wellbeing resources.
• Nationwide Blue Cross Blue Shield PPO with employee-friendly plan design.
• Company-paid basic life/AD&D, short-term and long-term disability insurance.
• Rx, dental, vision, other voluntary benefits, and FSA.
• Employer-matched 401k Plan.
• Industry-leading PTO plan.
• And more!